Job description

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.
At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative and successful. Moreover, this is your chance to be part of the success story.

Position Summary:

• This position under this nomination works as part of our IT team which is managing technical support for end users and systems across ANZ region who use complex hardware and applications in a retail environment. This infrastructure and its uptime is a key enabler for the users to perform their job functions. 
• The position requires over 4 years of work experience in a technical support environment. This role requires understanding of the specific technology stack and the interfaces between custom hardware and application solutions, along with processes and procedures defined across the customer organization.
• The role also requires understanding the hardware landscape, software architecture, installation & configuring of applications / software across environments, and playing the custodian role while delivering within the set Business SLA’s across a multi partner environment with minimal to nil downtime due to IT application or hardware in the customer environment. 

Mandatory Skills:

• Level 1 technical support experience for a minimum of 4 years.
• Knowledge of ITSM and ITIL process frameworks.
• Certified ITIL professional. 
• IT support experience in retail and warehouse IT infrastructure environment - hardware, applications, and various servers.
• Sound understanding of end to end incident lifecycle management.
• Proficiency in working with support tools of ServiceNow , SCCM ,RDP, and Citrix.
• Hands on knowledge of access provisioning applications like Azure Admin, Google Admin, and active directory.

Duties and Responsibilities:

• Manage core health of IT applications like store central, SignIQ, R10 Central, and warehouse Management systems using Splunk.
• Remediate issues wherever possible with the help of SCCM, RDP, and Citrix
• Highlight incidents/request which breached deadlines. 
• With the help of ITSM application like ServiceNow, highlight trends of issues reported.
• Identify the root-cause of a failed incident and provide corrective action and preventive actions through problem management on ServiceNow.
• To keep the process owners aware of what is impacting the business.
• To be notified on all major Incidents that impact the business/revenue/tools/delivery.
• To be in complete capacity of ensuring SLA are respected by all vendors
• Transitioning of new technologies from project to BAU, with complete hands-on expertise
• Store visits along with SDMs.
• Checking active directory and other cloud solutions like Azure Admin and Google admin for resolving access provisioning issues.
• Performing checks on routers, access points, check-outs, registers, etc to keep the devices operating within thresholds.
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on incident management.
• Responsible for communicating with the incident process owner.
• Point of contact for all major incidents.
• Manage escalated incidents to provide priority solution with timely follow ups & adequate communication.
• Monitor the incidents to ensure that the service level agreements are respected.
• Identify, initiate, schedule, and conduct incident reviews.
• Provide guidance to the incident process coordinators.
• Identification of new process and creation of documentation for the process.
• Indulge in physical remediation for project related activities.
• Act as back support to the extended team during BCP situation.

Salary Range: $67,000-$77,000 

Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us.
For a complete list of open opportunities with Cognizant, visit http://www.cognizant.com/careers
Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.

About Cognizant:Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

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